Rhian Huxtable achieves CCXP Certification

In today’s competitive business landscape, ensuring exceptional customer experience (CX) is more important than ever. insight6 is proud to announce that Rhian Huxtable, our CX Specialist for Devon & Cornwall, has recently achieved the prestigious Certified Customer Experience Professional (CCXP) certification. We sat down with Rhian to discuss his journey towards this significant milestone and what it means for insight6’s mission to deliver top-tier customer experience solutions.   

1. What motivated you to pursue the CCXP certification? 

Thanks to my background and hands-on roles at Sainsbury’s and Boots, I’ve always had a strong intuition for understanding and improving customer experiences. More recently, I’ve applied these skills to support my insight6 clients, helping them develop their CX strategies. But something felt incomplete—I wanted a professional accreditation to recognise our work and formally elevate my expertise.

The CCXP was the ideal choice to deepen my knowledge and gain a more comprehensive understanding of the theories and tools within the CX field. It validates my experience and embraces a mindset of continuous learning. I’m excited to bring these advanced skills to my clients and share best practices from a global network of CX professionals.

2. How will the accreditation enhance your ability to serve your clients?

The CCXP certification has strengthened my foundation by refining my understanding of the five core competencies within CX. This broader knowledge base allows me to dig deeper and pinpoint the root causes of my client’s challenges. With this certification, I’m not just relying on experience—I’m using proven methodologies to create tailored strategies that drive meaningful change.

Additionally, becoming CCXP certified means I’m connected to a global network of CX professionals. I now have access to a wealth of shared insights and the latest CX thinking, which I can leverage to keep my clients ahead of the curve. Ultimately, it equips me to provide even greater value with strategies informed by the most up-to-date practices in the industry.

For more information about the CCXP Certification, visit: (cxpa.org).

3. What particular aspect of the programme resonated with you and why?

What stood out to me was how the programme shifted my perception of CX. It’s not just about the “hearts and flowers” or delivering feel-good moments—it’s about using CX insights to drive strategic decisions that impact the entire organisation. The CCXP curriculum reinforced that effective customer experience management is critical for business growth. It links CX directly to financial outcomes, showing how a solid CX plan can influence customer retention and product development.

Another aspect that resonated was understanding the global perspective on CX. The certification provided valuable insights into how different markets, particularly the US, approach customer experience. Bridging that back to a UK context was a challenge but incredibly rewarding. It’s given me a fresh outlook and new tools to tailor global best practices to the local needs of my clients.

4. What changes will you implement now that you’re CCXP certified?

Achieving the CCXP certification has deepened my understanding of the various elements of the customer journey, and I’ve already started implementing more structured, data-driven strategies. It’s not about looking at customer experience in isolation anymore—it’s about seeing the bigger picture.

For example, I’m now focusing on mapping out every touchpoint in greater detail, identifying where we can add value and improve engagement. Clients can expect a more holistic approach, where each journey stage is optimised to meet and exceed customer expectations. This shift will help us deliver more impactful results, boosting customer loyalty and business growth.

Rhian Huxtable, insight6, with his CCXP certificate

5. Why is CX so vital for businesses in Devon & Cornwall?

Many businesses claim to deliver excellent experiences, but few verify if they’re genuinely meeting customer expectations. Locally, I help my clients see their companies through the eyes of their customers. Understanding how customers experience their brand and mapping out these journeys is critical to fulfilling promises made through websites, social media, and employee interactions.

6. How does the certification reflect insight6’s commitment to CX excellence?

Achieving the CCXP certification aligns perfectly with insight6’s vision to provide world-class CX solutions. As a unique organisation offering end-to-end experience management, it demonstrates our commitment to continuous learning and development. This certification assures our clients that we are equipped with the latest skills and insights, delivering high-quality service every time. Being the only CCXP-accredited Specialist in the South West reinforces our position as the leading experts in the region.

Rhian’s achievement of the CCXP certification is a testament to his dedication to customer experience excellence. As part of the insight6 team, Rhian is now better equipped to help businesses in Devon and Cornwall elevate their CX strategies. At insight6, we believe in the continuous development of our specialists to provide the best service to our clients. Rhian’s certification is just one example of how we strive to maintain our leadership position in the CX field. To learn more about how Rhian can help your business transform its customer experience, contact him on LinkedIn or at insight6. 


At insight6, our unique and tailored solutions allow businesses to transform their customer experience cost-effectively with the dedicated support of a local specialist. To find your Specialist to transform your customer experience, call +44 (0) 800 970 8987 or visit www.insight6.com. 

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